AvenueHQ: Operations Manager
Headquarters: Vancouver, BC URL: https://avenuehq.com Reporting to the CEO, the Operations Manager is accountable for the delivery and performance of Avenue’s CX, Design and Client Marketing teams. Leading these teams gives this role responsibility for the daily experience of our 1,000+ clients throughout North America.As Avenue’s Operations Manager you are a key leader in building and developing our culture. We’re proud of our high-autonomy environment that empowers individuals to do their best work while here at Avenue. In this role, you’ll be responsible for fostering and developing this in pursuit of providing an industry-leading client experience and maximizing the value we deliver to our clients.As a member of our management team, you have a key role in contributing to our company-wide strategic direction and the annual goals we use as measurements of success. As our teams pursue success in these, you will support through providing clarity of direction, coaching and fe
![AvenueHQ: Operations Manager](https://wwr-pro.s3.amazonaws.com/logos/0141/4960/logo.gif?#)
![](https://we-work-remotely.imgix.net/logos/0141/4960/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress)
Headquarters: Vancouver, BC
URL: https://avenuehq.com
- Support & guide the Operations department in the delivery of headline metrics (see Key Metrics) and meeting company goals. Drive sustainable and consistent performance in pursuit of these, improving performance over the long-term.
- Work with your team of Specialists and Leads to translate company goals & strategy into team objectives and targets.
- Oversee the hiring, training and development of all Operations team members (directly managing Specialist and Leads) ensuring work is consistently of the highest quality.
- Lead the most complex and highest priority projects to ensure successful delivery.
- As part of our management group, you take a key role in providing feedback and input into company direction & goals.
- Clearly and consistently communicate company direction, building team-wide context, clarifying priorities and outlining our destination.
- Collaborate cross-functionally with product, sales and marketing teams to foster long-term client success.
- Lastly, you’ll take a lead role in building out the support function for our soon to be released new product set to be the first solution in our space leveraging cutting edge technologies to transform our service delivery - if this has you intrigued we’re happy to share more during the interview process!
- Revenue retention (Lost MRR, retention, upsells).
- Customer satisfaction metrics (NPS, CSAT).
- Client Marketing metrics (Client CTR/CPL, leads).
- Design/client launch metrics (# client launches, time to launch, launch churn).
About You
- You have had experience managing customer service/support/delivery teams.
- You have deep knowledge of all things Operations and have your finger on the pulse of best practices running Ops teams in tech companies.
- You have worked in a tech company (software, hardware, e-commerce, etc.).
- You have experience in a small company (<50 people).
- You have experience working with Zendesk, Intercom, Slack, GSuite & Hubspot
- You’re a strong Excel (GoogleSheets) user able to whip up an analysis of data to support a discussion or decision making in no time.
- Communication
- Understanding Context
- Decision Making
- Collaboration
In the interview stage of this hiring process, the questions will be specifically based on each of these key competencies. Ahead of that interview we will provide more information about our framework, including our definitions of these competencies, to enable you to prepare sufficiently.
Applying for this position:
- At this time, this role is only open to candidates with a home base aligned with PT/MT/CT/ET time zones (our roots are in Vancouver, BC).
- Please submit your resume and a cover letter via our job posting at https://secure.collage.co/jobs/avenuehq/44795
- Applications will be accepted until midnight on May 12, 2024. We will then review all applications and reach out to successful applicants to arrange interviews within 5 business days.
Successful applicants will then enter the following interview process:
- Phone screen with the hiring manager. This is an informal conversation to learn a little about you and provide more information about the role and Avenue.
- Technical Assessment. A short task (1-2 hours) to help you showcase some key skills and your way of working.
- Competency-based panel interviews with 3 members of Avenue’s team (including one representative from Avenue’s internal DEI council).
- Reference check
Working At Avenue
- Live and work wherever you are the happiest and most productive.
- Async comms first (although not exclusively, we still appreciate the advantages of a face-to-face chat).
- Flexible hours and vacation; at Avenue you work when it makes the most sense for you and your team to do their best work.
- Compensation benchmarked to our original home market of Vancouver, BC.
- Twice yearly offsites to spend time in-person building deeper relationships
- Starting annual salary of $80,000
- Generous equity package. We believe strongly that every team member at Avenue should own equity and share in its long-term success.
- Great benefits including dental, medical and travel insurance.
- Health/Wellness spending account gives you the flexibility, choice and control over your health, choose to put this towards a gym pass, ski pass, regular massage, etc.
- The right tools for the job: Macbook, accessories and a second monitor.
- $500 to set up your home office just how you like.
- $40/month internet allowance to upgrade your internet to a speedier package to ensure you never have to deal with a laggy video call.
- Flexible approach to when you work including flexible hours and vacation. We also close every year for the winter holiday week (Christmas to New Year).
About Avenue
To apply: https://weworkremotely.com/remote-jobs/avenuehq-operations-manager
What's Your Reaction?
![like](https://codetechies.com/assets/img/reactions/like.png)
![dislike](https://codetechies.com/assets/img/reactions/dislike.png)
![love](https://codetechies.com/assets/img/reactions/love.png)
![funny](https://codetechies.com/assets/img/reactions/funny.png)
![angry](https://codetechies.com/assets/img/reactions/angry.png)
![sad](https://codetechies.com/assets/img/reactions/sad.png)
![wow](https://codetechies.com/assets/img/reactions/wow.png)